Reservation Agent

Middle East, United Arab Emirates
16 Nov 2016
14 Dec 2016
Job Level

We invite you to be part of The Ajman Palace - managed by HMH. Set on a private beach offering captivating views of the Arabian Gulf, this alluring hideaway is a heritage resort with a modern spirit. For our 5-star lifestyle resort, we are looking for a Reservation Agent, reporting directly to the Reservation Manager.

The Role

  • Maintain a regular pattern of sales calls and ensures no calls are left unanswered.
  • Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs.
  • Respond to enquiries about hotel products and services over the telephone, fax, email, etc
  • Process amendments to reservations such as extensions, early departures, etc. based on availability and strategies.
  • Identify guest reservation needs and determine appropriate room type after verify availability of room type and rate.
  • Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
  • Enter rooming lists while ensuring accuracy, as required
  • Explain guarantee, special rate, and cancellation policies to callers.
  • Accommodate and document special requests.
  • Answer questions about property facilities/services and room accommodations.  
  • Input and access data in reservation system.
  • Follow proper escalation procedures when addressing guest concerns.     
  • Develop and maintain positive working relationships with others.


  • Previous 1 year customer related experience required
  • Strong interpersonal and problem solving abilities
  • Highly responsible & reliable
  • Ability to work well under pressure in a fast paced environment
  • Ability to work cohesively as part of a team
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
  • Must possess outstanding Sales skills, Guest service skills, professional presentation and sophisticated communication skills
  • Proficient in English and Arabic languages is a plus (Verbal and written)
  • Must be able to handle multitude of tasks in an intense, ever changing environment while remaining calm, collective and accurate
  • Must be flexible in terms of working hours (Shift Timing)

*Trustworthy, punctual, self-organized, humble, polite
*Customer Focused
*Eye for detail
*Exceptional interpersonal Skills
*Passionate about hotel industry